Some people expressed frustration that MSD was paying emergency housing grants to suppliers who were inexperienced and inappropriate to deliver emergency accommodation services. “I understood why – because everyone needed a place to go and there was no one else. The lack of emergency accommodation supply meant [government] took what they could get.” [Former resident of emergency accommodation] “Motel managers don’t have any experience as property managers [and don’t understand] tenancy rights.” [Former resident of emergency accommodation] Some people said they felt taken advantage of, particularly because they had no rights as emergency accommodation residents. “Management promised us that if we did repairs (rubbish removal, cleaning sewage/overflowing/ burst pipes, water damage, collapsed roof, leaks, broken glass, electrical) we would be given the house [as emergency accommodation] and $1000 for work done. This did not happen. We were taken advantage of in our desperate and vulnerable situation.” [Former resident of emergency accommodation] Complaints about MSD staff and processes We also heard complaints from clients and advocates about the inconsistency of MSD services and the lack of accountability from MSD staff. These complaints included difficulties with the MSD call centre and other frontline services, including a sense that MSD staff are gatekeeping entitlements rather than offering full support. 32 Human Rights Commission “The WINZ call centre has a system of abuse. There is no help, education, direction or support. MSD is not providing any support for people to access their rights.” [Former resident of emergency accommodation] “There is a lack of mana-enhancing approach here. MSD are the first gateway to the emergency housing system, but many clients say MSD haven’t helped or have told them they’re not eligible. People shouldn’t have to get an advocate’s support just to access what they are already entitled to.” [Social housing and social service provider/homelessness advocate] We also heard repeatedly that people felt MSD did not make any effort to tailor their services to the needs of their clients. In many instances, the service design creates barriers to access that means some families fall through the cracks. “You have no idea when WINZ will actually call to interview you for the housing need assessment or to follow up on your ongoing need. They refuse to make an appointment or give a specific time, but heaps of people can’t answer their phones all the time. They might be at work and not allowed a phone on the factory floor. Then they penalise you for not answering.” [Transitional housing provider with significant background in social services] “All of those agencies (MSD, HUD, and KO) will only contact you by phone. But some people have had their phone service turned off because of non-payment.” [Transitional housing provider with significant background in social services] People acknowledged that MSD case managers are not social workers, and that individual staff are often doing their best in an impossible situation.